Sandeep Sharma
Head of APAC | Customer Excellence Iron Mountain13 August 2026 | Main Conference Day 2
1:50 PM GBS CX Hub | Delivering Global Experience Excellence from the Philippines
Discover how SSCs and GBSs can deliver world-class customer experiences with efficiency and empathy.
14 August 2026 | Post-Conference Focus Day
11:20 AM From Fragmentation to Control: Rebuilding Customer Operations After Rapid Acquisition
This session explores how Iron Mountain's APAC Customer Excellence function is addressing these challenges across 13 markets and redesigning a more integrated, scalable customer operations model.
- Diagnosing operational fragmentation by mapping inherited systems, billing models and customer processes across multiple acquired businesses
- Re-establishing control by defining a regional customer operating model that balances market autonomy with clear governance
- Applying AI and digital tools to improve data visibility, harmonise processes and accelerate integration across markets
- Moving from reactive integration to proactive design by building scalable customer operations frameworks that support long-term growth
Check out the incredible speaker line-up to see who will be joining Sandeep.
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